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How do I find out what happenned to our disk?

Our disk died on our 3670 file-server (ser. no 2714)
a couple months ago.
The Symbolics representative here in Israel could not fix it
so they sent it back to the States.  
We've been calling the people here to find out what's going
on, but they claim that Symbolics doesn't answer their telexes.

Who should I write to via Arpanet to complain?
If anyone from Symbolics is listening, please help.

Marc Luria